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WO-01300390 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EIQ • PC

📍 Cerilliant Corp — 811 Paloma Dr Ste A, Round Rock TX, 78665

Aug 29, 2025 → Sep 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (15 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Sep 9, 2025)
▶ Clock Running
Status: Created
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Aug 29 → Sep 3, 2025
2 business days (counted)
Running total: 2 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 9, 2025
4 business days (counted)
Running total: 6 of ? biz days used
Created: Aug 29, 2025 Completed: Sep 9, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Aug 29 → Aug 29 Created ▶ Running 0 0
Aug 29 → Aug 29 Ready for Scheduling ▶ Running 0 0
Aug 29 → Sep 3 Assigned ▶ Running 2 2
Sep 3 → Sep 9 Scheduled ▶ Running 4 6
Dispatch 0.0d
Coordinators 6.7d
Billing 10.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.7 days
Over SLA
Billing
10.5 days
Over SLA
Created: Aug 29, 2025 Due: Sep 30, 2025 Completed: Sep 9, 2025 (21 days early)
📅
6.7 days Total Age
⏱️
5.4d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
11.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523355
6007536378
Closed
SYS-GC-7890A Relocation / EIQ / EOQ 313495190; RELO; Greg Faxon
Priority
High
Origin
Web
Reason
New Case
Contact
Andy Ommen
Owner
Leona Coonrod
Created
Aug 29, 2025
Work Orders from this Case (3)
WO-01300389 Invoiced
Relocation • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 8, 2025
WO-01300390 (current) Invoiced
EIQ • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 9, 2025
WO-01300393 Invoiced
EOQ • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 10, 2025
Completed with significant delays
Invoiced • 187 days old
🚨
Primary Delay 5.4 days stuck in "Ready to Bill"
⏱️
Total Delay 11.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Assigned
2.7d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
10.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL 9/9 ON WO-01303241

Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3

🔧 Work Performed
Performed EIQ per GC.02.52 in preparation for OQ delivery following afterward.
⚠️ Problem Description
SYS-GC-7890A Relocation / EIQ / EOQ 313495190; RELO; Greg Faxon
📄 Description
Agilent 7890A Series GC
📞 Call Description
SEP 2025 GC EIQ

Timeline

📞
▶
4 Case Linked Aug 29, 2:26 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01300390
Type: EIQ
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling
To: Ready for Scheduling, Assigned
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 3, 7:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-08T14:00:00.000+0000
⏳ 4.5 business days
⏱️
Labor Added Sep 9, 6:22 PM
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Jose Gutierrez Sep 9, 6:29 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 22h, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 10, 3:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 9m
⏳ 2.0 business days
💵
▶
2 Status: Billing Review Sep 11, 4:05 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Sep 16, 4:26 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⚠️ 5.9 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 16h
💰
Status: Invoiced by Hannah Shaw Sep 23, 9:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 2.0 business days
🧾
Invoice Created Sep 24, 10:39 AM
Invoice Number: SM-241753

Bottlenecks

Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00523355
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EIQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 8, 10:00 AM
Created
Aug 29, 2:27 PM
Invoice #
SM-241753

Work Details (1)

Name Type Status Qty Amount Date
WL-02930310 Labor Open 0.5 $57.00 Sep 9, 6:22 PM

Details